Incident Manager

<p align="left"><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif"><strong><span id="cke_bm_2406S" style="display:none"> </span>Req Id: </strong>431602</span></span></p><p align="left"> </p><p><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif">Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most.

At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.</span></span></p><p> </p><p><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif">We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth.

Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.</span></span></p><p> </p><p> </p><p style="margin-bottom:13.0px"><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif">On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers.

You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. </span></span></p><p style="margin-bottom:13.0px"> </p><p style="margin-bottom:13.0px"><span style="font-size:16.0px"><span style="font-family:Arial, Helvetica, sans-serif">At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

</span></span></p><p style="margin-bottom:13.0px"> </p><div><div style='padding: 10px 0px;border: 1px solid transparent;'><div style='font-size:16px;word-wrap: break-word;'><H2 style='font-size: 1em; margin: 0px'><b>Summary</b></H2> </div><div><div><p><span xml:lang="EN-CA" data-contrast="auto">Within the Bell Canada Business Market Enterprise segment, Managed Services has the overall accountability to support our customers with Day 2 activities.

</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335551550":6,"335551620":6,"335559739":160,"335559740":240}"> </span></p></div><div><p><span xml:lang="EN-CA" data-contrast="auto">The Operations Service Desk Problem/Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of Problems ‘related to customers’.

Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services.

The Incident / Problem Manager plays a key role and is an integral part of the end-to-end solution.</span></p></div></div></div><div style='padding: 10px 0px;border: 1px solid transparent;'><div style='font-size:16px;word-wrap: break-word;'><H2 style='font-size: 1em; margin: 0px'><b>Key Responsibilities</b></H2> </div><div><ul style="margin-top: 0cm; margin-bottom: 0cm;" type="disc"><li style="margin-bottom: 0cm; line-height: normal; margin-top: 0cm; margin-right: 0cm; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Available 7/24 for escalations</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Responsible to implement solutions to improve the customer experience</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Ability to provide leadership and technical guidance on Major Incident conference calls.

</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Proactive approaches to eliminate problematic trends</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Produce and Review Post Mortem Reports in a timely manner</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Coordinate with internal teams, partners and suppliers to establish communications and manage expectations</span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-family: Arial, sans-serif;">Ensure quality control on Problem/Incident activities </span></li><li style="line-height: normal; margin-top: 0cm; margin-right: 0cm; marg